September 10, 2008 1 Comment
A short while back, I wrote up a post about a very frustrating e-commerce (de-commerce) experience with the Lowes.com website, from which I tried to order a simple gift card. Let’s just say it was a total fail – you can read the backstory here.
I decided to write a follow-up post because of one very remarkable customer-service experience that I heard about from a fellow soccer coach. And that will be described below. But first…since one of the Lowe’s web developers had talked to me after my snarky original post, I decided to go back to their site and see if they’d fixed the problem.
Sure enough, the site design/navigation was re-vamped and better structured. Yay! Also, I went through the process of ordering a gift card, and sure enough, now it was talking about shipping the card to me or to the recipient, etc. etc. – Yay! But once again, at the final step, IT WOULDN’T LET ME ORDER ON-LINE – it insisted on directing me to local stores by asking for my zip code, and I could NOT, in fact, do the transaction on-line – GRRRRR!!!! C’mon folks, get this right!
OK, that’s the bad news. Strike 2. Now, here’s the home run. Last evening, a fellow was describing the fact that he had ordered cabinets from Lowe’s, and most of the order had come in right, but 4 times (that’s four – as in 1, 2, 3, 4) a specific piece was not ordered in correctly. OK, that’s not good. Talking to the manager about this repeat failure, he was asked if he was also looking for a grill (he was). She directed him to just pick one out and pointed to the section. He protested that this was too much for his trouble, so she said she’d take 50% off. When he selected a rather high-end model and brought it to the register, he found that he was only charged $1.00. Circling back to the manager, she smiled and said that she knew he wouldn’t go through with it if she said it was free, so she floated the 50% thing to help him over that hump – but in fact, he was going to get it free for his trouble. Sneaky! And very memorable.
Did she end up creating a customer for life? Probably. Did she have any inkling that the story would be told in a format like this, engendering good will toward Lowe’s across who knows how many time zones? I doubt it. But if we can use social media to point out the bad, we should also use it to highlight the good. And that’s what I just did.